south australia - services with a professional network

South Australia – venturing into services with a professional network

Port Noarlunga, South Australia

Friday, 9th May 2014

Martin Ferguson, Director of Policy & Research

[email protected]

www.socitm.net

© Socitm Ltd

mailto:[email protected]

Join me on a voyage …

• What we are• What we do• Where we are heading

Bringing it all together in Socitm Australia …

“L’imagination est plus importante que le savoir.”Albert Einstein

www.socitm.net © Socitm Ltd

What we are

“Socitm is the professional organisation for UK public services IT and digital leaders and their suppliers. Trusted by thousands of senior professionals to provide thought leadership, research, guidance, consultancy, insight and peer networking, we are the first stop for those involved in leading and managing digitally enabled services for public benefit.”… and, in our networked world, we are much more besides …



Socitm Policy Priorities 2014 - WORK IN PROGRESSBUSINESS OUTCOMES

strengthen local say

excel at customer experience

reduce costs grow local economy

build social, financial and

digital inclusion

reduce bureaucracy

safeguard vulnerable people

reinvigorate local democracy

SOLUTIONSSMART PLACESsmart places digital inclusion and assisted digital apprenticeships/new skills devt and jobs WAYS OF WORKINGmodern leadership models modern IT operations (coping and contributing) digital transactions flexible and mobile workforce digitally assisted co-production INFORMATION ASSURANCE/MANAGEMENTinformation management open data big data INFRASTRUCTUREsourcing models inc. cloud secure, shared infrastructure shared public services national broadband identity

Key:Direct contribution/opportunity Indirect contribution/opportunity

What we do - Policy

What we do – Policy

• Local Public Services CIO Council• Public Services Network• ID Assurance• Public Administration Select Committee Inquiry into

Government ICT Strategy• Digital Strategy – Scotland, Wales, England• Alternative provisioning – G-cloud, collaborative

procurement, Building Government IT in N Ireland, skills, etc.

Influencing – stakeholders and partners - specialist programme boards and steering groups, events, networking, lobbying, campaigning, interviews, articles, speaking, chairing, roundtables


What we do - Policy

“Care is in crisis. We're fighting to make sure everyone gets the care they need and deserve.” Age UK

PIONEERS - People, process, information and technology implications of health and social care integration

Formulating – horizon scanning, thought leadership, international, pilots, briefings, responses


What we do - Policy

Support, leadership, consultation and advice – Members, Regions, Socitm Technology Board, Members Advisory Council, Business Services & Commercial Group


What we do - Services

Benchmarking


Benchmarking the ICT service

• Make the right decisions concerning your organisation’s ICT service performance and cost

• “The Socitm benchmarking service provided an objective comparison of desktop equipment specification and cost. This allowed the council to challenge our contracted supplier and ultimately led to a saving of around £150,000.” Mike Jackson, Corporate ICT Manager, East Riding of Yorkshire

• Over 230 organisations (including well over half of all UK local authorities) have used the service since 1999

Measure it, manage it, improve it!


Current scope

Essential information about the Socitm KPIs and the process is available on the Socitm website

PROFILING THE SERVICE• ADMINISTRATIVE DATA • ICT ESTATE AND DELIVERY MODEL• STAFFING RESOURCES• FINANCIAL RESOURCES• GOVERNANCEKEY PERFORMANCE INDICATORS• KPI 1 User satisfaction• KPI 2 Resolution of reported incidents • KPI 3 Project governance and delivery • KPI 4 Acquisition costs of devices• KPI 7 Device support costs• KPI 15 Service availability • KPI 17 Network costs per end-user device• KPI 19 Flexible working



• Now 100% online data gathering and reporting process, with dedicated Socitm consultant support either in person or remotely by telecall/e-mail

• Two modes of operation:• Group mode: in which a number of participants

benchmark together, each working to a common timetable

• Singleton mode: where a single participant is guided through the benchmarking process according to a bespoke timetable and is benchmarked against a comparator group selected from our results database

How does it work?



Executive Summary• Total spend on ICT• ICT spend per head of population• ICT spend per user• User satisfaction• Key metrics - indicators of good practiceFinancial Metrics• Grand total expenditure on ICT• Percentage of total revenue budget spent on ICT• Percentage of total ICT spend split between central and departmental• ICT spend per workstation• Support cost per workstationStaffing Metrics• Number of ICT staff employed by work area• Number of workstations supported per ICT support specialist• Number of users supported per ICT staff member• Percentage of ICT staff from an outsourced provider• Percentage of staff working in shared services

What will I get? Data, information, consultant, workshops, individualised report

© Socitm Ltd


Operational Metrics• User satisfaction (externally performed)• User satisfaction (internal)• Percentage of operational incidents where the service is restored within SLA• Percentage of operational incidents resolved at the first point of contact• Percentage of operational incidents resolved within 0 - 4 hoursGovernance• Adoption of standards of governance• Indicators of best practice in the adoption of standards• The use of asset registers of hardware and software• Number of Prince 2 professionals within ICT• The use of ‘agile’ methods for software developmentHistorical Data and TrendsTrend tables and charts of selected key metrics

What will I get? (continued)


A BICT variant?

© Socitm Ltd

A suggestion…– Form a pilot group (ideally 10+ strong)– Review the KPIs and add to/amend/localise as needed– Review the question sets and guidance notes and add

to/amend/localise as needed– Use online collaborative tools and video/audio

teleconference, plus online ‘explainer’ videos, plus some on-site support

– Run the process with the pilot group– Primary comparisons would be with fellow group

members, but we could also add in selected UK data– Review achievement of outcomes– Incorporate learning and be ‘ready to go again’

Better connected

• Annual report into state of 433 local council websites in UK (since 1998)

• Focus on quality of customer journey to achieve specific tasks

• Aim is to identify and share best practice as a major insight into improvement

• Team of 12 professional reviewers


supported by Website Performance Service•Visitor feedback service about customer experience•Approximately 20,000 responses per month for 110 councils

Something to consider…

• A Better connected for South Australian councils?

• July to October 2014?

• Full report with recommendations drawing on best UK practice?


Research - Insight

• Monthly briefings e.g. Security, Open ID, Smart Places, Mobile web

• Insight reports e.g. Better for less, Innovation, Future of the ICT function

• Better Connected• IT Trends – annual survey• Applications Register• Technology Challenge – topical updates• Quarterly Newsletter

Already one Australian city subscriber …www.socitm.net © Socitm Ltd

Digital

• Digital Insights – 5 key and 10 supporting principles• Do you do digital? – ‘infographic’• Local Government in the Digital Age - “navigator”• Digital Maturity Service• Innovation Portal• Digital vision to digital value - short video

Building resources:


http://www.socitm.net/policy/digital-insights-0

http://www.socitm.net/policy/digital-insights-0

http://www.socitm.net/research/socitm-insight/insight-reports/do-you-do-digital

http://www.socitm.net/research/socitm-insight/insight-reports/do-you-do-digital

Do you do digital?

•Launched April 2014•16 page visual summary of our digital research•Take our test at http://dodigital1.theinformationdaily.com/dodigital


Digital Maturity Service

a


• Understand your digital situation• Implement actionable digital change• Increase performance


• b• c

a


Engage, innovate, adapt …

The digital journey is never complete …

What we do – Personal & professional development

• Continuous Professional Development• Mentoring• Socitm – Graham Williamson Research Award• Top Talent Programme• Accreditation and post nominals (linked to British

Computer Society’s Skills Framework for the Information Age - SFIA)


Bringing it all together …..

Senior membership:PolicyApps registerInnovation portalPersonal & professional development

plus a menu selection:# individual memberships

Insight subscription

Better Connected


etc.www.socitm.net © Socitm Ltd

Benefits of membership

• A voice in your profession • Unrivalled networking opportunities; meet with

colleagues and peers from all sectors and regions; also key suppliers in a non-pressured atmosphere

• A wide range of benefits and services to support your career development and your organisation

• Professional recognition; accredited designation with post nominal letters

• Initiatives that affect you and your sector • Opportunity to influence policy development • News on the latest developments


Where we are heading

1. Defining our needs and building our capability

2. Delivering a strong Technology Vision

3. Developing our Clarity of Voice


Reflection and discussion …

Why we existWho we areWhat we do


“Learn from yesterday, live for today, hope for tomorrow. The important thing is not to stop questioning.” Albert Einstein

How do these approaches fit with your needs here in South Australia?

short videos

Digital vision to digital value



south australia - services with a professional network

Government & Nonprofit